Senior IT Shared Service Desk Agent at Hollard Insurance

Job Advert Summary    
The Senior IT Shared Service Desk (SSD)Agent is responsible for leading, motivating and developing the service desk teams to ensure effective and efficient running of Shared Service Desk team. The senior shared service desk agent must oversee the incoming tickets and incoming telephone calls when required and deal with escalations where necessary. Operates a telephone console to route or assist with incoming calls. Trains and guides the users on how to make use of the JIRA system and help users in the walk-in center with any enquiries. Requires Matric or its equivalent

• Making sure that the team answers all internal calls within the required SLA’s
• Lead the Shared Services Desk and the day-to-day management of the team
• Making sure that the KPI measurements are achieved by the team
• People management in terms of target setting, coaching, inspiring the team, performance management
• Assist to accurately classify and log every ticket within the required timeframe
• Assist clients telephonically and remotely using our remote support tools
• Logging tickets with our third-party vendor
• Assist with Service Desk reporting where required
• Ability to work on the Active Directory front end to create user accounts, resetting passwords and unlocking user accounts
• Liaising with HR representatives for new user take on
• Service Desk administration adding new users and groups
• Provide excellent customer service and achieve excellent customer satisfaction
• Escalate and direct IT issues to the responsible team or manager
• Providing feedback to clients when required
• Ensure call abandonment rate is within 5% requirement
• Ensure quick and timeously telephonic support is given to users
• Provide valuable contributions to IT support team projects
• Promote the Service Desk paperless process to the end user community

Required Knowledge and Experience    

• MS Operating Systems working knowledge Windows7 and Windows 10 beneficial
• MS Office Systems working knowledge, Office 2010, 2013. Office 365 advantageous
• At least 3-5 years’ experience within an IT Helpdesk Administrator role
• min 3-year technical support experience
• 1-3yrs Customer Service experience
• Time Management
• Attention to Details
• Teamwork and Interpersonal skills
• Verbal Communication
• Listening Skills

Educational Requirements    

• National Diploma/Degree in Information Systems/Technology/Computer Science, or equivalent qualification at NQF6

Closing Date: 17th, March 2022